HEAD OF OPERATIONS

REPORTING:  TO THE CHIEF EXECUTIVE OFFICER 
2.JOB PURPOSE
Deputize the CEO and oversee the Operations for (Marketing & Business Development, Customer Care, Loan Processing, FOSA Operations, Human Resource & Administration Departments) manage the processes and effective implementation of Operation policies and controls systems.
3.MAIN RESPONSIBILITIES
Leadership and policy management:
a) Deputize the Chief Executive Officer during periods of absence, and in relation to specific matters, issues of Society operations as delegated from time to time.
b) Overall, in charge of the Marketing, Loan Processing, Human Resource & Administration Departments.
c) Development and implementation of strategies for the SACCO.
d) Advising management, CEO and Board of Directors on the Sacco’s credit, membership, customer experience, and people management policies.
e) Effective and efficient implementation of Sacco policies, procedures, and guidelines.
f) Provide technical advice and support to management on all matters relating to credit and operations.
g) Putting in place an effective marketing strategy for Society’s products and services.

Financial planning, credit management, budgeting, and reporting:
h) Preparation and presentation of accurate and timely monthly reports and records including loan performance, departmental budgets, membership information and marketing initiatives/outcomes, procurement, and staff and office matters.
i) Periodic review and reporting on emerging operations issues/limitations.
j) Preparing annual marketing plan, departmental budget and ensuring their effective implementation.

Business development and member (customer) management:
k) Ensure corporate image and brand visibility by coordinating implementation of media and public relations plan to create awareness.
l) Lead in product development and service delivery and enhancement.
m) Spearheading the Society’s marketing activities and leading the operations team in achieving its objectives.
n) Identify and prioritize attractive market opportunities by identifying and analyzing market segments, market size, industry trends, market needs, competition, product usage and profit potential.
o) Marketing and selling society’s products and services.
p) Enhance customer experience through effective customer relationship management.
q) Customer experience through excellent and effective service delivery

Human resources, administration, and people management:
r) Co-ordinate human resource planning, recruitment, continuous development, management, and discipline.
s) Ensure staff retention and motivation through training and continuous development.
t) Carry out performance appraisal/management and training needs assessment on annual basis.
u) Ensure proper records management and safe custody.
v) Ensure achievement of set performance targets and conducting performance appraisal in the department.
w) Procurement/supplies management.

Risk management and compliance:
x) Ensure strict compliance with policy, legal, regulatory, and institutional requirements.
y) Ensure effective management of credit and operational risks.
z) Periodic review and reporting on emerging credit/operations issues/limitations.

4.KNOWLEDGE, SKILLS, AND EXPERIENCE
Minimum level of academic qualification, knowledge required to perform effectively in the role:
a) A Bachelor’s Degree in Business Administration, Accounting, Finance, Business/Credit Administration, Co-operative Management or related field,
b) Knowledge of relevant ERP will be an added advantage.
c) Successful candidates will be required to meet the requirements of Chapter 6 of the constitution of Kenya by obtaining the necessary documentation.

Minimum level of professional qualification required to perform effectively in the role:
a) A professional qualification in accounting/relevant body ie CPA-K /ACCA/ACA/CFA/CCP
b) A member in good standing with ICPAK or relevant professional body.

Minimum months or years of experience required to have to be appointed to the position:
A minimum of 8 years working experience, 5 years of which must be in a management position in the financial services sector.

Desired Technical & Behavioral Skills:
a) Good knowledge of the market and the Society’s products and services.
b) Strong analytical skills.
c) Self-confidence and motivated.
d) Excellent communication and presentation with strong written and oral skills.
e) Good people, interpersonal and networking skills.
f) Knowledgeable with working experience of the relevant ERP software.
g) Leadership, performance and people Management
h) Explores places/situation to maximize innovation for the Society.
i) Consistently treating all people with dignity, fairness, respect and inspires the team.
j) Articulate a vision for operational excellence and innovation

Key Performance Indicators
a) Institutional policies and procedures in place.
b) Effective Credit Management policies and implementation
c) Customer service and retention ratios
d) Growth as per target-Membership, Loans, Deposits
e) Efficiency and effectiveness in Sacco Operations-Credit, Membership,
f) Operationalise FOSA business as per strategic plan
g) Effective Human Resource information system.
h) Efficiency of Procurement services.
i) Preparation of Board papers.
j) Institutional compliance for all laws and regulations